HR Life-cycle in Call Center Certification Program


HR Life-cycle in Call Center Certification Program

Duration

2 Days

Program Objectives

  • Review the competency profiles for effective hiring
  • Discuss the selection instruments available to assist in attracting the best candidates
  • The importance of New Hire orientation, just-in-time training, call monitoring, feedback and coaching
  • Negative and Positive aspects of employee turnover
  • Associate loyalty and deficit cycles
  • Develop effective reward and recognition programs to inspire your team.

Program Content

  • Agent Turnover
  • Hiring and Recruiting New Agents process
  • Agent Compensation
  • Training call center Associates
  • Retention and Motivation
  • Agent Satisfaction and Morales
  • Reward and Recognition

Delivery Methods: 

On-Site - Private (Courses that are held at your contact center site and are tailored to your timing and content needs)                    

In-Person - Public (Courses that announced in our training calendar)         

Live Webinar (Courses that are held via state-of-the-art Webinar solution and are tailored to your timing and content needs)                 

On Demand (Courses that held from the comfort of your own home using state-of-the-art Learning Experience Platform (LXP)